Customer Experience Manager

**At Vicwest we exist to create durable, sustainable, and inspirational surroundings. We’ve been delivering peace of mind to Canadians since 1930.**

We are a Canadian building materials company specializing in metal products that are supplied to the Residential, Agricultural, and Commercial sectors.

**Position Summary**:
Reporting to the Regional Sales Director, the Customer Experience Manager (CXM) is responsible for the leading the efficient performance of regional business plan. The CXM works closely with all departments to identify and resolve key business issues. The CXM also leads the regional inside sales team who are responsible for all aspects of customer service including order entry, customer service support, and sales conversion.

**Key Accountabilities**:

- **Cross Functional Collaboration**:drive collaboration throughout the management team to ensure the customer promise is fulfilled effectively and efficiently, including the review and updates to the standard operating procedures that directly effect the customer experience.
- **Inside Sales Leadership**: ensure the customer service team structure aligns to the regional channel strategies
- **Regional Engagement and Promoting a Positive Culture**: lead and influence a fun, performance culture through employee engagement across all departments. Drive and maintain positive employee experiences.

**Major Responsibilities**:

- As a member of the regional leadership team, drive an engaging culture in the business
- In collaboration with regional leaders, develop and execute annual business plans
- Work with inside and outside sales and operating departments to ensure top accounts are being served to the best of Vicwest ability when capacity and material challenges arise.
- Own key aspects of the regional business plan including the execution of all customer service metrics and the regional IFOTIS target (in collaboration with operations and logistics leaders)
- Own the leadership of our On Time and In Spec metrics to drive 95%+ performance
- Lead proactive order to cash management of key accounts
- Manage all inside sales processes to align with the requirements of the business
- Work with finance to ensure sales teams have required Business Intelligence tools to help them execute the Regional Business Plan
- Communicate key business initiatives and updates with inside sales team
- Develop individual performance goals and quarterly performance management for all direct reports
- In collaboration with HR, ensure high potential employees have individual development plans in place

**Qualifications**:

- College or university degree
- Lean Sigma or Six Sigma experience
- 5+ years of sales experience in a manufacturing or distribution business in building materials
- Experience with responsibility of a P&L is preferred
- 5+ years of SAP experience is an asset or experience working with a Business Intelligence and CRS tool

**Required Skills**:

- A curious, solutions based mindset
- Ability to manage projects and execute on key deliverables
- Ability to analyze and synthesize data
- Financial acumen
- Demonstrated ability to think strategically and tactically
- Collaborative nature with an influential management style

**Job Types**: Full-time, Permanent

**Benefits**:

- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- On-site parking
- Paid time off
- RRSP match
- Vision care

Schedule:

- 8 hour shift

Supplemental pay types:

- Bonus pay

Ability to commute/relocate:

- Acheson, AB: reliably commute or plan to relocate before starting work (required)

**Education**:

- DCS / DEC (required)

**Experience**:

- Technical sales: 5 years (required)
- Lean manufacturing: 1 year (preferred)

Licence/Certification:

- Six Sigma Certification (preferred)